Suggestion..... employ more staff to answer tickets and phones

[#1]

Suggestion: If fewer posts were made on the forums demanding responses about the way the service is provided the comms team might have more time to deal with actual users problems!

[#2]

Quote from: jelv

If fewer posts were made on the forums demanding responses about the way the service is provided the comms team might have more time

here here.

[#3]

Sorry jelv, who are you addressing that point to, not me I hope.

[#4]

No - it wasn't you. The person concerned knows who I meant!

[#5]

And  has responded ( in a PM )with a timely reminder what  open forums are all about.

[#6]

Having experienced different phone lines,  I have to say I'm a firm believer in just listening to hold music... every time it gets interupted by one of these stupid automatic 'Your call is in a queue' or 'You are number X in the queue' messages, I think the call has been answered which only further disappoints and aggrivates me!

[#7]

Quote from: cso

I have to say I'm a firm believer in just listening to hold music...

I quite agree. I still remember the time when 'Dial a disc' was still available. I wouldn't be surprised if my parents also remembered the shock when they got their quarterly phone bill! Eight weeks without pocket money, and I had to give them all my paper round 'wages'.

[#8]

Which menu number gets the best priority?

[#9]

MAC Request seems to get answered pretty quickly whenever I call them...

[#10]

Wish mine did. I thought PN had introduced a new customer retention programme.

[#11]

Am i the only one who gets answered via a support ticket in a good timely fashion?ex..i raised a ticket at 01.30.am and was told id be waiting 10 hours,however i got replied to at 02.30.am,i see no problem with raising a ticket

[#12]

Must be your good looks, or the promise of financial reward ! 

[#13]

Neither,i just dont understand when i read posts saying tickets not been replied too for days and days,perhaps its dependant on the problem i dont know,i do know that ive no quibbles with raising a ticket as its always been replied too in a good timely fashion.

[#14]

Perhaps a few hundred people could raise "test" tickets so that we could get a statistically valid measure of performance? 

[#15]

Three months later...................................................... NO IMPROVEMENT in Customer Service.................... DESPITE words of sympathy from Mand and Chris saying they were training up new staff......  well, it hasn`t made any difference. (apparently)  I am still seeing complaints about the lack of response to tickets, and by that I mean WELL OUT OF TIME... I have had to PM members of the Comms team on several occasions to draw attention to pleas for help, that have gone unheeded on the "TICKET SYSTEM"... there has been a few complaints about the abysmal waiting times on them, and also the phone service is still as diabolical as it was.....
so.... Mand, Chris, and the rest of you,....... how about all these "improvements" that you promised me?  Seems like you can`t keep your word....
Even the CEO himself promised that things would improved given time....... well I think 3 months should be enough time..... so come on....  as from tomorrow.... MONDAY 8 FEBRUARY 2010....
ALL THE COMMS TEAM get together........... big hugs......... and a promise to the paying customers (who ultimately pay your wages/gas/electric/cartax/put food on your table )
The promise is.... I WILL DO BETTER, I WILL TRY HARDER, and TODAY IS THE DAY IT GETS BETTER..... otherwise, I shall be looking for another job, so someone else can do mine......